Caller ID substitution for selected telephone callers

• US 5,901,209 A
• Filed: 12/16/1996
• Issued: 05/04/1999
• Est. Priority Date: 10/15/1996
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Polcyn, Michael J., Tannenbaum, David H.
• Primary Examiner(s): LOOMIS, PAUL A
• Application Number:
  US08/766,972
• Time in Patent Office: 869 Days
• Field of Search: 379/111, 379/112, 379/113, 379/127, 379/142, 379/201, 379/207, 379/265, 379/266, 379/309, 379/188, 379/189, 379/199, 379/200
• US Class Current: 379/142.09
• CPC Class Codes: G07B 17/0008 Communication details outside or between apparatus coin-freed apparatus for franking per se G07F17/26
• CPC Class Codes: G07B 2017/00072 Hybrid mail, i.e. mail delivered using different physical means along the mail delivery path, e.g. email and envelope
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 11/0457 : Connection protocols
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/1309 : Apparatus individually associated with a subscriber line, line circuits
• CPC Class Codes: H04Q 2213/13091 : CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13095 : PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13096 : Digital apparatus individually associated with a subscriber line, digital line circuits
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13176 : Common channel signaling, CCS7
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/13213 : Counting, timing circuits
• CPC Class Codes: H04Q 2213/13224 : Off-net subscriber, dial in to/out from network, teleworking
• CPC Class Codes: H04Q 2213/13331 : Abbreviated dialling
• CPC Class Codes: H04Q 2213/13332 : Broadband, CATV, dynamic bandwidth allocation
• CPC Class Codes: H04Q 2213/13333 : Earth satellites
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/13375 : Electronic mail
• CPC Class Codes: H04Q 2213/13378 : Speech recognition, speech analysis
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

A system and method for selectively adjusting the caller identification of a calling party based, in party, on parameters associated with adjusting the calling party. Security codes can be used in conjunction with a database to insure that the substituted ID is legitimate. The one embodiment or network based predictive dialer is used to place calls for agents geographically separated from both the network and other agents. The network system instigates a calling campaign where remote agents are connected through the network to called parties where the called party receives the caller ID information pertaining to the calling campaign and not the caller ID of the agent.

Claims

1. A telephone calling system in which calls are placed to called parties and where each such placed call is connected for communication purposes to a calling party having a particular caller identification, said system comprising:

call placement means for placing said calls to said called parties and for connecting said calls to said calling party; and

means for substituting a preselected caller identification for said calling party'"'"'s particular caller identification, wherein said substituting means is operative based upon the time of day.

2. The invention as set forth in claim 1 further comprising:

database means containing at least one caller identification, and

wherein said substituting means includes;

means for identifying certain calling parties based upon the caller identification of the calling party.

3. The invention as set forth in claim 2 wherein said identifying means further includes:

means for inhibiting said substituting means based upon a call by call determination.

4. The invention as set forth in claim 2 wherein said identifying means further includes:

means for maintaining said identification for a period of time.

5. The invention as set forth in claim 4 wherein said substituting means is further operative based upon the day of the week.

6. The invention as set forth in claim 1 wherein said substituting means is located at said call placement means.

7. A method for placing calls to called parties by a telephone network based control system and for connecting said calls for communication purposes to a calling party having a particular caller identification;

the method comprising the steps of;

placing said calls to said called parties from a call placement means;

connecting said called parties to said calling party; and

substituting a preselected caller identification for said calling party'"'"'s particular caller identification, wherein the step of substituting operates based upon the time of day.

8. The method as set forth in claim 7 further comprises the step of:

storing, in a database, at least one caller identification, and wherein the step of substituting includes the step of;

identifying certain calling parties based upon the caller identification of the calling party.

9. The method as set forth in claim 8 wherein, the step of identifying comprises the step of:

inhibiting the step of substituting based upon a call by call determination.

10. The method as set forth in claim 8 wherein, the step of identifying comprises the step of:

maintaining the step of identifying for a period of time.

11. The method as set forth in claim 10, wherein the step of substituting further operates based upon the day of the week.

12. The method as set forth in claim 7,

wherein the step of substituting is performed at said network.

13. A system for initiating a plurality of information communication contacts from a centralized location, said information communication contacts being directed to a plurality of predetermined target addresses, said system comprising:

means for receiving, at said centralized location, a set of communication parameters including said plurality of target addresses and corresponding information identifying individual agents authorized to communicate with ones of said plurality of target addresses;

means for initiating said information communication contacts to said plurality of target addresses from said centralized location;

means for storing information associated with said communication initiation;

means for identifying a plurality of general purpose communication devices located geographically distant from said centralized location as at least one group of agent devices; and

means for providing information communication between a contacted one of said plurality of target addresses and one or more agent devices from said group of agent devices, said information communication adapted to allow said one or more agent devices to communicate through said system with said contacted one of said plurality of target addresses, and;

means for adjusting the caller identification of said one or more agent devices.

14. The invention as set forth in claim 13 wherein said adjusting means includes a database of substitute agent identifications.

15. The invention as set forth in claim 13 wherein said adjusting means includes means for determining if a certain agent'"'"'s identification should be adjusted.

16. A system for initiating a plurality of information communication contacts with a plurality of target addresses, said system comprising:

call management means for storing a set of communication parameters including said plurality of target addresses and corresponding information identifying individual agents authorized to communicate with ones of said plurality of target addresses;

predictive dialing means for initiating said information communication contacts to said plurality of target addresses, said predictive dialing means being coupled to said call management means to provide information communication therebetween;

a first network means for providing information communication between said system and one or more agents located geographically distant from said system, said information communication provided by said first network means adapted to allow said one or more agents to communicate through said system using ones of a plurality of general purpose communications devices, and

means for adjusting the calling identification of said one or more agents.

17. The system as set forth in claim 16, wherein at least one of said general purpose communications devices is selected from the group consisting of:

a screen telephone;

a digital telephone;

an analogue telephone; and

a general purpose processor-based system.

18. The system as set forth in claim 16, wherein said first network means comprise a plurality of network links, and ones of said agents communicate through said first network means utilizing differing ones of said network links.

19. The system as set forth in claim 16, wherein ones of said network links comprise network protocols different from others of said network links.

20. The system as set forth in claim 16, wherein said first network means comprise an information communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

21. The system as set forth in claim 16, further comprising verifying means for limiting access to said system by agents to only those agents identified in said communication parameters.

22. The system as set forth in claim 16, further comprising interactive response means for querying a target network element contacted at ones of said plurality of target addresses.

23. The system as set forth in claim 22, further comprising means for recording responses to said query.

24. The system as set forth in claim 23, wherein at least a portion of information received in response to said query is communicated to a select agent of said agents.

25. A method for initiating a plurality of information communication contacts from a centralized location, said information communication contacts being directed to a plurality of predetermined target addresses, said method comprising the steps of:

receiving, at said central location, a set of communication parameters including said plurality of target addresses and corresponding information identifying individual agents authorized to communicate with ones of said plurality of target addresses;

initiating said information communication contacts to said plurality of target addresses from said centralized location;

storing information associated with said communication initiation;

providing information communication between contacted ones of said plurality of target addresses and one or more agents located geographically distant from said centralized location, said information communication adapted to allow said one or more agents to communicate through said system using a general purpose communication device, and

adjusting the caller identification of said one or more agents prior to connecting said agents through said system.

26. The method as set forth in claim 25, wherein said general purpose communication device is selected from the group consisting of:

a screen telephone;

a digital telephone;

an analogue telephone; and

a general purpose processor-based system.

27. The method as set forth in claim 26, wherein at least one agent of said agents communicates with said centralized location through an information communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

28. The method as set forth in claim 25, wherein said adjusting step includes the step of:

obtaining a caller identification from a database assorted with a particular set of initiated contacts.

29. The method as set forth in claim 25, wherein said adjusting step includes the step of

obtaining a caller identification from a database controlled in part by said stored information.

30. The method as set forth in claim 25, further comprising the step of verifying authorized access of agents permitting access only to those agents identified in said communication parameters.

31. The method as set forth in claim 25, further comprising the step of querying a contacted target address of said plurality of target addresses according to a predetermined dialogue.

32. The method as set forth in claim 25, wherein said communication parameters are initially communicated from a location geographically distant from said centralized location.

33. The method as set forth in claim 32, wherein said communication parameters are communicated through a link utilizing a proprietary network protocol.

34. A networked system for initiating a plurality of outbound information communication contacts directed to a plurality of predetermined target network elements connectable to said system through a network, ones of said communication contacts to be handled by one or more agent network elements connected to said system through said network, said system comprising:

a centralized communication apparatus comprising;

call management means for receiving a set of communication parameters including said plurality of target network elements, said call management means also for generating communication information comprising information associated with said system initiating contact with said plurality of target network elements; and

communication means for initiating said outbound information communication contacts to said plurality of target network elements, said communication means being in information communication with said call management means, said communication means adapted for interfacing said one or more agent network elements and a contacted one of said predetermined plurality of target network elements;

at least one call management network element connectable to said communication apparatus through said network, said call management network element being suitable for communicating a set of communication parameters to said call management means through said network;

at least one agent network element connectable to said communication apparatus through said network, said at least one agent network element comprising a general purpose information communication device, said agent network element being suitable for information communication with at least one target network element of said plurality of target network elements, said agent network element also being suitable for information communication with said communication apparatus;

at least one target network element connectable to said communication apparatus through said network, and

means for adjusting the caller ID of said one agent network element as it appears on a display at said target network element.

35. A telephone calling system in which calls are placed to called parties and where each such placed call is connected for communication purposes to a calling party having a particular caller identification, said system comprising:

a predictive dialer for placing said calls to said called parties and for connecting said calls to said calling party; and

means for substituting a preselected caller identification for said calling party'"'"'s particular caller identification.

36. A method for placing calls to called parties by a telephone network based control system and for connecting said calls for communication purposes to a calling party having a particular caller identification;

the method comprising the steps of;

placing said calls to said called parties from a predictive dialer;

connecting said called parties to said calling party; and

substituting a preselected caller identification for said calling party'"'"'s particular caller identification.